TikTok Shop - Seller Account Management Lead

Responsibilities

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy.

TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators.

Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

SMT is looking for a regional leader to head our Service Account Management team. In this strategically critical role you will lead a team of 100 account managers and leaders responsible for ensuring TikTok shop merchants have a frictionless and profitable relationship with our e-commerce platform.

Roles and Responsibilities :

1. Leadership and Team Management :

• Provide strategic direction and leadership to a team of account managers.
• Mentor, coach, and develop the team to ensure exceptional service to merchants.
• Set clear goals and KPIs, monitor performance, and provide feedback.

2. Merchant Relationship Management :

• Oversee merchant relationships, ensuring a positive experience.
• Handle escalations and guide account managers on issue resolution.

3. Policy Compliance and Risk Management :

• Ensure merchants adhere to marketplace policies to prevent violations.
• Develop strategies to mitigate risks related to merchant activities.

4. Sales Optimization and Growth :

• Collaborate with account managers to enhance merchant sales and profitability.
• Work with sales and marketing teams on initiatives for merchant growth.

5. Customer Support and Issue Resolution :

• Address escalated customer service issues promptly and effectively.
• Streamline support processes to improve customer satisfaction.

6. Data Analysis and Strategy Development :

• Use data analytics to understand merchant behavior and marketplace trends.
• Develop strategic initiatives to enhance merchant satisfaction and performance.

7. Cross-functional Collaboration :

• Advocate for merchant needs with product, engineering, and operations teams.
• Align account management initiatives with company objectives alongside marketing and sales teams.

Qualifications

Minimum Qualifications

• Experience in leadership within customer success, account management, or related fields, ideally in ecommerce or marketplaces.
• Strong leadership and team development skills.
• Excellent communication and interpersonal skills with stakeholders.
• Analytical mindset for data-driven decision-making.
• Deep understanding of account management principles and customer focus.
• Adaptability to fast-paced environments.
• Experience leading an account management team in a BPO environment, understanding outsourcing dynamics and client management.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.

Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy.

To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.

We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws.

If you need assistance or a reasonable accommodation, please reach out to us at https : / / shorturl.at / cdpT2

LI-Onsite